Senior Back Office Analyst: Process Improvement

HomeServe USA; Chattanooga (TN); On-site; USD 32,000 - 54,000; Full time

Benefits offered by this job

Annual bonus

Competitive hourly pay

Job summary

HomeServe USA in Chattanooga, TN is seeking a Senior Back Office Analyst who will support daily operational processes, ensure accurate processing of customer correspondence and enrollment activities, and contribute to department projects.

The role acts as a senior SME for back office processes, mentors analysts, and identifies opportunities to simplify and automate workflows while coordinating with IT, vendors, and cross-functional teams.

Qualifications

• Associate's degree required; Bachelor’s preferred.
• 3+ years in operations, enrollment, back-office processing, or related field.
• Strong analytical and problem-solving abilities with process improvement focus.
• Detail-oriented with excellent organizational and time management skills.
• Ability to mentor and guide Back Office staff.
• Proficient with Microsoft Office; able to learn business systems.

Responsibilities

• Lead and support processing of physical mail and customer correspondence.
• Assist with daily Mail Enrollment processing; coordinate with IT and vendors to resolve issues.
• Support enrollment for ad hoc channels ensuring successful intake and system enrollment.
• Process marketing and retention test mail responses within SLA; track and report trends.
• Lead Back Office Communication Process and identify automation opportunities to reduce manual touchpoints.
• Serve as senior SME; mentor and provide guidance to Back Office Analysts.
• Provide backup support to Back Office Manager and support daily operations.
• Monitor operational performance and identify opportunities to improve processes and service levels.
• Identify operational issues and communicate risks to Enrollment leadership for timely resolution.
• Maintain knowledge of Enrollment functions and cross-functional processes.
• Ensure SOPs and documentation are accurate and up-to-date.
• Collaborate with cross-functional teams to troubleshoot issues and implement improvements.
• Support departmental projects, testing, and process changes as needed.

Skills

Analytical skills

Problem-solving

Process improvement

Detail-oriented

Organizational skills

Time management

Mentoring

Microsoft Office

Excel

Education

Associate's degree

Bachelor's degree preferred

Tools

Microsoft Office

Excel

Job description

HomeServe USA in Chattanooga, TN is seeking a Senior Back Office Analyst who will support daily operational processes, ensure accurate processing of customer correspondence and enrollment activities, and contribute to department projects.

The role acts as a senior SME for back office processes, mentors analysts, and identifies opportunities to simplify and automate workflows while coordinating with IT, vendors, and cross-functional teams.